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cownose
Nov 13, 2026 5:28 AM UTC
Question

Locked out of my account, no response from support

Hi, I made a support request on Nov 7, because I lost access to my secret key. I’ve been trying to get help resetting my account, but have only been able to get responses from the AI bot Paddy. I requested human support back on the 7th, but have not heard back from support yet. I have a support ticket number assigned already.

It’s been 5 days since the original request, so I don’t know if my ticket slipped through the cracks, or if this is typical. Every further attempt to escalate the issue gets me back to the AI bot telling me not to create another ticket. AI advised I make a post here. I really need some help wiping my account clean so I can set it up again.

Thanks

This topic has been closed for replies.

1 reply

1P_Dave
1Password Employee
1P_Dave
1Password Employee
Nov 13, 2026 2:16 PM UTC

Hello ​@cownose! 👋

I’m sorry to hear you’re having trouble accessing your 1Password account. I know how important it is to have access to your 1Password data. At 1Password, we value your privacy and security. Your account password and Secret Key are used to decrypt your information and are stored on your devices. They are never transmitted to us. Learn more: About your Secret Key.

If you’ve already signed in, you can find your Secret Key on 1Password.com. You can also find it in any 1Password app where you’ve added your account: Find your Secret Key or Setup Code.

Your Secret Key and Setup Code are also included in your Emergency Kit, which you downloaded when you created your account on 1Password.com. If you don’t remember saving it, check your Downloads folder for a PDF named “1Password Emergency Kit.”

If you still can’t find your Secret Key and you’re using 1Password Families, a family organizer may be able to help you recover your account: Recover accounts for family or team members.

If none of these steps helps, please sit tight. Your ticket is already in our team’s queue, and one of my colleagues will reply as soon as possible. Since you already have an open support ticket, I’ll close this thread to avoid duplicating efforts.

-Dave

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